Change Management Manager (Service Quality Management) P-4, FT, UNICEF Global Shared Services Centre, Budapest, Hungary

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job – it is a calling. UNICEF is a place where careers are built. We offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, a calling.

We are committed, passionate, and proud of what we do. Promoting the rights of every child is not a job, it’s a calling.

The UNICEF Global Shared Services Centre (GSSC) was created with the purpose of being a center of excellence for the global delivery of efficient services within a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF’s program results worldwide.

The UNICEF GSSC currently manages transactions for the organization in four main lines of service globally to all staff: HR Administration, Payroll, Finance and Customer Care.

In this context, the GSSC has the responsibility to develop a mechanism of monitoring the services provided to offices within the agreed performance standards, create a culture of continuous improvement though process simplification and adoption of new technologies, keeping up with trends in the shared service industry.

In partnership with other divisions, the GSSC implements joint projects as part of the continuous process improvement, which are either “end-user facing” to gain efficiency for clients and/or “back-end” solutions to improve internal processes for processors and business partners.

The Service Quality Management Team provides the link between the service delivery teams and clients through consistent client engagement, utilizing the feedback to drive changes within the organization to improve the client experience and overall organizational efficiency.

As part of the GSSCs strategic initiative, the Change Management stream within Services Quality Management will lead the behavior change and contribute to the organizational transformation initiatives. It will lead to the efforts to build a change management mindset of senior management and staff.  The position will also lead to the empowerment of the GSSC as a centralized driver of change, to lead the design and enhancement of global processes, using experience and lessons learned as well as designing policy guidance and validation of processes. 

How can you make a difference?

Under the supervision and general guidance of the Chief Service Quality Management, Global Shared Services Centre (GSSC), the incumbent will play a key role in ensuring projects (change initiatives) meet GSSC objectives on time and in line with the change management strategy by increasing offices adoption and usage. This person will focus mainly on the people side of behavior change – including changes to business processes, best practices, systems and technology, job roles and organization structures. 

The primary responsibility will be creating and implementing change management strategies and plans that maximize offices adoption and usage and minimize resistance. The Change Management Manager will work to drive faster adoption, higher ultimate utilization and greater proficiency of the changes that impact in the organization to increase benefit realization, value creation, and the achievement of results and outcomes.

While the Change Management Manager does have supervisory responsibility, this person will have to work through many others in the organization to succeed.  S/he will act as an advisor for senior leaders and staff in helping them fulfill the role of change sponsor. 

S/he may also provide direct support and coaching to frontline managers and supervisors as they help their direct reports through transitions. 

S/he will also support project teams in integrating change management activities into their project plans.

This will involve:

1.- Change Management (coordination, methodologies, tools, technical advice, portfolio management) 

• Apply a structured methodology and lead GSSC change management activities
• Create change management global strategy including field offices, HQ, and divisions
• Support change management at the organizational level, Enterprise Change Management (ECM)

• Create and manage a portfolio` of GSSC related change/improvement efforts and the impact it will have on end-users/clients (to avoid change saturation and change fatigue, amongst other things).
• Advise senior managers and supervisors on change management related activities   
• Support organizational design and definition of roles and responsibilities  
• Coordinate change efforts with GSSC Director, Section Chiefs, UNICEF Offices, and UN Agencies  
• Manage stakeholders 

2.- Risk mitigation  

• Identify, analyze, prepare risk mitigation tactics  
• Assess the change impact and complete change management assessments  
• Identify and manage anticipated resistance 

3.- Project Management  

• Integrate change management activities into project plan, track, and report issues 
• Consult, advise and coach project teams around change management aspects 
• Create actionable deliverables for the change management levers: stake holder management, communications plan, training plan, workforce transition, business readiness 

4.- Communications and engagement and knowledge  

• Coordinates communication, engagement, and knowledge management efforts for GSSC change projects 
• Creates an Engagement strategy involving the various levels of the organization   

5.- Training related activities  

• Support organizational change management training efforts  

6.- Business readiness

• Evaluate and ensure user readiness criteria is implemented 

7.- Reporting and metrics  

• Define and measure success metrics and monitor change progress
• Reports progress status and challenges to GSSC senior management, Divisions, Regional Offices and Country offices    

Manage performance of supervisees, including any other human resources roles such as recruitment, leave management, capacity development, among others. 

To qualify as an advocate for every child you will need to have…

Education:

• An advanced university degree in one of the following fields is required: Socials Science, Arts Communications, Education, international relations, human resources, organizational development, humanities, development studies or related area is required. A first level university degree in combination with two (2) years additional qualifying experience may be accepted in lieu of an advanced university degree.

Experience:

• A minimum of 8 years of professional experience at the national and international level is required, of which at least 3 years of mid-management level experience with supervisory responsibilities.

Technical skills:

• Experience and knowledge of change management principles, methodologies, and tools 
• Familiarity with project management approaches, tools, and phases of the project lifecycle 
• Exceptional communication skills – both written and verbal 
• Excellent active listening skills 
• Ability to clearly articulate messages to a variety of audiences 
• Ability to establish and maintain strong relationships 
• Ability to influence others and move toward a common vision or goal 
• Ability to train, mentor and coach staff and project teams
• Organized with a natural inclination for planning strategy and tactics 
• Problem solving and root cause identification skills  
• Able to work effectively at all levels in an organization 
• Must be a team player and able to work collaboratively with and through others 
• A solid understanding of how people go through a change and the change process; experience  

Language Requirements:

• Fluency in English is required.
• Knowledge of a second UN language (i.e. Arabic, Chinese, Russian, Spanish, French) is considered an asset.

Conditions of International Professional Posts

International Professional (IP) staff are recruited internationally and serve in duty stations outside their country of nationality. They hold leadership, managerial or specialist functions.

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

UNICEF competencies required for this post are…

(1) Nurtures, Leads and Manages People (2) Demonstrates self-awareness and ethical awareness (3) Works Collaboratively with others (4) Builds and Maintains Partnerships (5) Innovates and Embraces Change (6) Thinks and acts strategically (7) Drive to achieve impactful results (8) Manages ambiguity and complexity.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children.

All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service. Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

 Additional information about working for UNICEF can be found here.